Optimize Amazon Connect audio for Amazon WorkSpaces cloud desktops - Amazon Connect
System requirementsConfirm media flows between agent machine and Amazon Connect during the call

Optimize Amazon Connect audio for Amazon WorkSpaces cloud desktops

Amazon Connect simplifies delivery of high-quality voice experiences for agents operating within Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments. By leveraging Amazon WorkSpaces with the WebRTC redirection feature, agents can redirect Amazon Connect audio processing to their local devices. This approach results in enhanced audio quality, even over challenging network conditions. To take advantage of this feature, you need to do the following:

  • Use Amazon Connect open source libraries to create a new or update an existing agent user interface, such as a custom Contact Control Panel (CCP).

  • Configure Amazon WorkSpaces to enable WebRTC redirection.

System requirements

This section describes the system requirements for using Amazon Connect with WorkSpaces WebRTC redirection.

  • WorkSpaces Protocol

    WorkSpaces needs to use Amazon DCV. For more information, see What Is Amazon DCV?.

  • Client version

    Users should use WorkSpaces Web Access or WorkSpaces Windows client version 5.21.0 or higher. Complete the Setup and installation instructions.

  • Group policy

    WebRTC redirection needs to be enabled in the DCV group policy. In the topic Manage Group Policy settings for DCV, open the collapsed section titled Enable or disable WebRTC redirection for DCV and complete those instructions.

  • Networking/firewall configurations

    • Workspace VDI configuration

      The admin needs to allow the Workspaces to access Amazon Connect TCP/443 traffic to the domains mentioned in the following diagram. For more information, see Set up your network.

    • Agent machine configuration

      This solution requires a media connection between the agent thin client to Amazon Connect. To allow traffic between the agent's machine and Amazon Connect Softphone Media UDP Port 3478, see Set up your network.

    Workspace VDI and agent machine firewall settings.

  • Unsupported CCP Deployment

    • Native CCP

Confirm media flows between agent machine and Amazon Connect during the call

  • Ensure DCV WebRTC browser extension is enabled and in Ready state.